About the role
What You’ll DoOn any given day, you might be decoding a customer workflow to spot adoption friction, walking sales through a rollout plan, or turning frontline feedback into product insights. You’ll fluidly shift between strategy and execution, analyzing adoption trends one moment, building a demo or playbook the next, while finding smarter ways to scale through automation.
Key ResponsibilitiesCross-functional Influence (GTM focus): Influence and align Sales, CSM, Ops, and Product, while co-planning and executing rollout and adoption strategies with stakeholders.
Deep Product & Process Understanding: Grasp the product, its workflows, and its users to influence stakeholders, cut through noise, push back when needed, and set processes that align with the product.
Data Analysis & Storytelling: Use Data analytics tools like Mixpanel/Metabase to surface insights and back up adoption decisions.
Customer Advocacy: Act as the “eyes and ears” of the product team, ensuring customer voices guide adoption and product evolution.
Bias to Action: Cut through ambiguity and drive execution with speed and clarity.
Nice-to-haves1. Background in Customer Success, Program Management, or B2B SaaS (3+ years working closely with product teams).2. Experience in documentation, training, and storytelling to shape adoption efforts.3. Comfort experimenting with AI tools for efficiency.